TeamSupport integrates CRM with ticket management to deliver improved customer service
TeamSupport's web-based, SaaS aims to bridge silo's between customer service and engineering.
By Alpa Agarwal on Mon, 07/06/09 - 3:23pm.
TeamSupport is a web-based software-as-a-service that integrates a customer relationship management (CRM) solution with product development. When customers make requests for new features or identify bugs, they can be easily logged into the software, for review and action by the engineering teams. This helps engineers improve products and allows sales executives to provide status updates to their customers on their problems and requests.
Aimed at technology companies, TeamSupport attempts to create efficiencies in collecting customer feedback and resolving customer problems, in turn helping make the product better and improving the relationship with the customer.
TeamSupport allows the sales executive or sales engineer to enter customer information, and then track products purchased by them, feature requests, bugs, and other issues they may have.
For example, a sales executive can enter feature requests from their customer in the "Features" tab. The particular feature request can also be associated with multiple customers, making it easier to identify the most asked for features. This request can now be tracked through product management and engineering, making it easier for the sales executive to keep the customer updated on the status of their request.
The "Tasks" tab allows the sales executive to establish tasks that need to be completed. The "Bugs" tab allows the sales executive or sales engineer to enter bugs. The "Knowledge" tab allows a user to enter information on how problems were resolved, in turn serving as a repository of technical help content.
TeamSupport describes their mission very well on MicrosoftStarupZone.com and aims to bridge silo's between customer service and product development.
Pricing is on a per user, per month basis. There is no charge for the first three users.
Company Name: Muroc Systems, Inc.
Product Name: TeamSupport
URL: http://www.TeamSupport.com
Niche: Customer Support Software
- About The Social Enterprise
Alpa Agarwal is Director, Product Marketing at eBay Inc. In her role she works with the engineering team to release new features to enhance the shopping user experience on eBay.com. Prior to eBay, Alpa worked with the engineering team at Microsoft's MSN.com to release new social & community features, working with partners such as Facebook.
Alpa has also held marketing communications roles in Microsoft's developer division working with startups.
Prior to that, Alpa led a global team at Microsoft to identify market trends. She regularly advised Microsoft’s senior leadership team, including Bill Gates, resulting in new acquisitions, technology investments and strategic corporate shifts.
Prior to joining Microsoft, Alpa founded MarketingCafe.com, an online community for marketers. She also worked at Sprint where she built a successful new product pipeline.
Alpa has taught in various Executive MBA programs, authored numerous articles and been quoted in international business journals. She has an MBA from the University of Missouri-Columbia.
Alpa is based in Silicon Valley and can be reached at Alpa@AlpaAgarwal.com.
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